Effective from 8 October 2026.
Operator: Utgard LLC, registration number HE 439217, Arch. Makariou III, 155, Office 301, 3027 Limassol, Cyprus. This policy applies to the tvcardsharing.com service (the “Service”) and is part of the Terms and Conditions.
We refund money if the Service does not work through our fault and our support team could not fix the problem. Below are the conditions, the exceptions and how to request a refund.
1. When a refund is possible
A refund is made when all three conditions are met:
- the Service does not work for a reason on our side (see section 2);
- you contacted support within 30 days of the payment or of the purchase of the package;
- our support team did not fix the problem within 3 business days of receiving the information needed to check it.
We refund the price you paid for the package that did not work. If a payment went through but the money was not credited to your balance, we credit it or refund the payment. Payment system fees and cryptocurrency network fees are not refundable.
2. What counts as a problem on our side
- Access to the package did not open after the purchase: the server does not accept the connection with the data from your account.
- Channels of the paid package do not open or regularly freeze, although your dish receives the signal of the right satellite well, the receiver is set up according to our guide and the internet connection is stable.
- The server is unavailable or works with errors for all customers, not only for you.
- A payment went through, but your balance was not credited.
The check is done together with support: we look at the log of your receiver's connections on the server and ask you to send a photo or screenshot of the receiver with the signal level and the emulator information (ECM info) on the problem channel. If the server answers your receiver on time and without errors, the cause is on the side of the dish, receiver, emulator or network — this is not a refund case, but we will still help you with the setup.
3. When a refund is not made
- The Service works, but it did not suit you for other reasons: you changed your mind or expected other channels. The providers of each package are listed before payment, and the set of channels may change by decision of satellite providers.
- The speed or stability of your internet connection is not sufficient: drops, packet loss, high ping to the server, restrictions of your mobile operator or Wi-Fi.
- The satellite signal is weak or lost: inaccurate dish alignment, a faulty LNB or cable, weather, obstacles.
- A receiver, firmware or emulator that cannot be set up according to our guide, or refusal to follow the instructions of support.
- Blocking by your internet provider or in your country that cannot be avoided by changing the server in your account.
- More than 30 days have passed since the payment or the purchase.
- The Terms and Conditions were violated: sharing connection data with others, reselling, connecting from several locations at the same time, several accounts for one person, abuse of the free test.
- A repeated refund request for the same account or person.
- Bonuses, promotional credits and gift days: they are not money and are not refundable.
- Purchases on dealer accounts and purchases through third-party resellers: dealer clients settle such questions with their dealer.
4. How to request a refund
Write in the Support section of your account, to [email protected] or to the Telegram bot @tvcardsharing_bot (if your account is linked to it). Include your login, the receiver model, the satellite and channel where the problem occurs, and describe the error; attach a photo or screenshot.
We will check how the Service works for your account and offer a solution. We have up to 3 business days to fix the problem from the moment we receive the information needed for the check. If the problem is on our side and could not be fixed, we confirm the refund and send the money within 10 business days.
5. Refund methods and timing
- Bank card — to the same card; the time the money takes to arrive depends on your bank.
- Other payment methods — by the same method, where the payment system allows it.
- Cryptocurrency — to the wallet you specify, in the same coin; the amount is converted at the exchange rate on the day of the refund, minus the network fee.
At your request, we can credit the amount to your balance instead — immediately after the refund is confirmed.
6. After the refund
The package for which the money was refunded is deactivated.
7. Payment disputes
Before disputing a payment with your bank, write to us: a refund under this policy is faster and does not block your account. Disputing a payment without contacting us suspends access until the dispute is resolved.
8. Consumer rights
This policy does not limit the rights granted to you by the consumer protection laws of your country of residence.
